Director of Quality – Hospitality

About the role

The Director of Quality will champion Total Quality Management across the property, coaching managers and staff to deliver exceptional guest experiences. This senior position works closely with General Managers and direct reports to embed quality assurance strategies that align with brand standards and continuous improvement goals.

Key responsibilities

• Coach managers on adopting Total Quality Management leadership styles and drive property‑wide quality initiatives.
• Lead and train the Quality Assurance team in problem‑solving, process improvement and strategic planning techniques.
• Develop and maintain systems that translate guest satisfaction data into actionable insights for employees.
• Oversee the use of quality tools, collect and analyse defect trends, and communicate key drivers of guest satisfaction.
• Review guest feedback with leadership, ensure corrective actions are taken, and handle guest complaints directly.
• Facilitate process‑improvement teams, ensuring measurable and sustainable improvements.

Required profile

• 2‑year degree in Business Administration, Hotel & Restaurant Management or related field with 4 years relevant experience, OR a 4‑year bachelor’s degree with 2 years experience in guest services, operations or related areas.
• Proven ability to work with cross‑functional teams, influence senior leadership and drive quality culture.

Required skills

• Quality management tools
• Data collection and analysis methods
• Root cause analysis
• Process improvement methodologies